Embrace Customer Service Representative (Pet Insurance)

Location: Remote – USA. Hours are Monday–Friday, 11:30 a.m.–8:00 p.m. and Saturday, 10:00 a.m.–2:00 p.m. EST. Training lasts six weeks.

Company

hirify.global is part of Independence Pet Holdings, a corporate holding company operating pet health insurance, education, recovery, and related services across North America.

What you will do

• Respond to 70–90 customer phone calls per day with professional and empathetic service.
• Answer customer emails and address inquiries and concerns promptly.
• Explain coverage and available options to pet parents.
• Review claims and maintain or adjust new and existing policies.
• Support other departments with policy procedures and adjustments.
• Collaborate with colleagues and manage emotionally challenging customer situations.

Requirements

• Experience in customer service, preferably in a call center environment.
• Strong emotional resilience and the ability to handle challenging interactions patiently and professionally.
• Excellent interpersonal, communication, and empathy skills.
• Adaptability and the ability to multitask in a fast-paced environment.
• Basic technical proficiency and comfort using multiple software systems across multiple screens.
• A genuine desire to help customers find solutions.

Culture & Benefits

• Healthcare, dental, and vision insurance.
• Company-paid life, short-term disability, and long-term disability insurance.
• 12 weeks of fully paid parental leave.
• Health Savings Account, Flexible Spending Accounts, retirement savings plan, and paid time off.
• Paid holidays, a company-wide Wellness Day, and paid volunteer time.
• Pet insurance, employee assistance, and on-the-job training and skills development.

Hiring process

• Phone and video interviews or screenings may be recorded and transcribed using interview technology.
• Job-related text messages may be sent to candidates who provide a mobile phone number.